Company DescriptionSutherland is seeking an organized and goal-oriented person to join us as an Senior Operations Manager. We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!Job DescriptionResponsibilities:Managing Cluster/Community PerformanceComplete weekly coaching sessions and call audits.Complete weekly huddles and develop team strategies to achieve operational goals.Partner with Operations Manager on continuous improvement activities, training, and action plans.Client AdvocateAchieve weekly deliverables, such as coaching compliance including RCAs and action plans.Monitor team attendance infractions through internal Sutherland attendance tools.Provide ideas to help the client improve their product, business, processes, and policies.People ManagementConduct accountability discussions on attendance and performance challenges.Determine training needs to equip staff with fundamental skills and knowledge.Keep employees informed about internal and external updates.QualificationsOur most successful candidates will have:A Bachelor's Degree is preferred but not required.Over 5 years of operations and management experience, including process transformation.Experience handling omnichannel LOBs.Experience managing and directing teams of 100+ associates or senior associates.Strong analytical skills to interpret data, identify trends, and suggest improvements.Demonstrated leadership skills to lead improvements and resolve issues.Effective time management skills to handle multiple schedules, meetings, and initiatives.Excellent verbal and written communication skills.Internal Requirements:Must have FY24 PDP rating of Exceeds Expectations (4) or Outstanding (5).Tenure of at least 18 months.No active Disciplinary Action (DA).Additional InformationAll your information will be kept confidential according to EEO guidelines. #J-18808-Ljbffr